This archive report was first published on 22 June 2021.
On June 21, 2021, Kenya Power and Lighting Company (KPLC) launched a self-service portal for customers to effectively access services online.
The new portal allows users to calculate their monthly bills and access information regarding their charges.
According to KPLC Managing Director Bernard Ngugi, the portal is part of the company's digital transformation process to make services easily accessible to customers.
"The portal is in line with one of the Company's core strategic pillars of enhancing customer experience aimed at making services more accessible to customers," Ngugi stated.
Ngugi also emphasized that the convenient application process will help drive sales, which is among the key pillars of the company's turnaround strategy.
Through the portal, users can access various services, including filing applications for electricity connections, reporting power outages, bill queries, carrying out prepaid token queries, and filing requests for changing account holders.
Ngugi noted that to access services such as applying for electricity connections, users are required to submit documents such as ID cards, PIN certificates through the portal.
"Once they apply, customers will get a reference number instantaneously that they can use to proactively query and track their application status via USSD code 977#," Ngugi stated.
